Help Desk Technical Specialist

3 days ago

Jodhpur, Rajasthan, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 18,00,000
IT Support Leadership Role

This position plays a critical leadership role in the daily operations of a global service desk. The IT Support Leader oversees frontline teams delivering support to users across the organization.

The leader helps translate strategy into action, ensuring frontline teams are equipped and aligned to deliver scalable, user-centered support.

This role blends technical expertise with people leadership, modeling the culture of ownership, empathy, and relentless improvement that underpins our vision.

  • Lead daily operations for assigned service desk agents.
  • Manage shift scheduling and workload balancing to ensure service level agreement adherence.
  • Provide guidance and support on complex tickets escalated within the team.
  • Monitor ticket quality, documentation standards, and user communication, providing coaching as needed.
  • Conduct performance check-ins and promote professional development through mentoring and feedback.
  • Ensure effective onboarding and ramp-up of new hires within the team.
  • Drive adoption of knowledge articles and contribute to continuous improvement of support documentation.
  • Analyze trends and recurring issues to identify training gaps or process improvement opportunities.
  • Collaborate with peer leaders to ensure consistency in service delivery across teams.
  • Partner with Tier 2 and Engineering teams to streamline escalations and enhance resolution paths.
  • Support reporting needs by contributing metrics and performance summaries.

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